Quality AssuranceClark Outsourcing

About the job Quality Assurance
Position Title: Quality Assurance
Classification: Associate
Salary: 30,000-35,000 a month
Reports to: Client, Account Manager
Primary Relationship: Client Team
Date: July 2022
Schedule: 9AM to 6PM UK Hours
Responsibilities:
● Performs required number of observation per staff, per week to ensure quality performance given to customers in compliance to the standards set by the client
● Analyzes all observations and provides feedback in a timely manner
● Ensures additional monitoring is done for each area of improvement
● Ability to work independently, with limited required direction and guidance (of course, you will be trained and you will learn the style of your client before you're moved to independent mode!)
● Conducts external calibration when needed to ensure the team adheres to client's methods and procedures
● Continuously tracks staffs' performance against an ongoing written progression plan with specific defined goals
● Gathers data and analyzes trends or patterns affecting the quality of the iteration
● Provides Weekly/Monthly quality performance analysis identifying top drivers and areas for improvement
● Participates in special tasks and performs other duties as assigned
Requirements:
● Exposure to Quality Assurance Role and to the call center quality work are good advantages
● A minimum of 1-2 years in a BPO setting or equivalent as a Quality Assurance
● Background/Experience to Customer Service Delivery in the similar industry is an advantage
● Good process mapping ability, coaching, and facilitation skills.
● Excellent English language skills (written and verbal)
● Good time management and task management skills
● Proficiency in MS Office and Google Suite
● Solid analytical and problem solving skills
● Proficient computer and technical skills
● Able to demonstrate initiative
● Attention to detail
Clark Outsourcing

Angeles City, Pampanga
Permanent
Full-time